Some customers prefer clear and direct answers, while others are more comfortable with uncertainty and flexibility. When you encounter customers who dislike ambiguity, you need to communicate with them in a way that reduces their frustration and builds their trust. Here are some tips on how to do that.
The first step is to understand why your customers are seeking clarity and certainty. It could be because they are under pressure and need a quick solution, risk-averse and want to avoid mistakes, detail-oriented and want to know exactly what to expect, or skeptical or distrustful and need to verify your information. By taking the time to empathize with their needs, you can adjust your communication style and tone accordingly in order to meet their preferences.
Rather than using vague or ambiguous language, such as “maybe”, “it depends”, or “some”, opt for precise and concrete language like “yes”, “this is the exact amount”, or “this is the number”. Additionally, keep your messages short and to the point.
The second step in effective communication is to be specific and concise. Rather than using vague or ambiguous language, such as “maybe”, “it depends”, or “some”, opt for precise and concrete language like “yes”, “this is the exact amount”, or “this is the number”. Additionally, keep your messages short and to the point. Don't provide too much information or irrelevant details; instead, focus on the most important facts and benefits that your customers need to know.
The third step in providing evidence and reassurance to your customers is to show them that you are confident and credible in your communication. This can be done by providing facts, data, examples, testimonials, etc. that support your claims or recommendations, as well as explaining the logic, rationale, or process behind your decisions or actions. Additionally, anticipate and address their questions, concerns, or objections and follow up and confirm your agreements or commitments. Furthermore, express appreciation and empathy for your customers. Thank them for their patience and cooperation; acknowledge their feelings and expectations; and assure them that you are there to help them and value their feedback.
The fourth step is to adapt and adjust your communication according to the situation and the customer's response. You may encounter various scenarios - from a customer who is satisfied and agrees with your communication to one who is unhappy or dissatisfied and complains or disputes it. Therefore, you need to adjust your tone, language, and approach accordingly. For instance, if the customer is satisfied, confirm their satisfaction and end the communication on a positive note. On the other hand, if the customer is confused, repeat or rephrase your communication and check their understanding. Lastly, if the customer is unhappy, apologize and empathize with their frustration and offer a solution or a compromise.
The final step is to learn and improve your communication skills based on your experience and feedback. To do this, you should ask for feedback from customers, colleagues, or managers on how you communicated with customers who dislike ambiguity. It's also important to reflect on what worked well and what didn't work well in your communication and why. Additionally, identify your strengths and weaknesses and set goals for improvement. Finally, seek opportunities to practice and enhance your communication skills with different types of customers. By following these steps, you can communicate with customers who dislike ambiguity more effectively and professionally, thus increasing customer satisfaction, loyalty, and retention.
Being honest with customers is always important, but it is especially important when the customer has a known aversion to ambiguity because they will be pros at picking up "fluff" and falsities.